Escape Play Centre

Escape Play Centre, Giltbrook: Hours, Address, Escape Play Centre Reviews: 3.5/5

Escape Play Centre
3.5
Game & Entertainment Centers
9:30 AM - 5:30 PM
Monday
9:30 AM - 5:30 PM
Tuesday
9:30 AM - 5:30 PM
Wednesday
9:30 AM - 5:30 PM
Thursday
9:30 AM - 5:30 PM
Friday
9:30 AM - 5:30 PM
Saturday
9:30 AM - 5:30 PM
Sunday
9:30 AM - 5:30 PM
What people are saying
Wickedwilli
By Wickedwilli
Horrendous customer service and poor food quality.
Mar 2020
First time I've visited Escape play and definitely the last. We were in the neighbourhood to visit IKEA and to be fair, we'd have had a better day if we'd stayed in there! On arrival we needed to give enough information to fill out a mortgage application. Once we'd done that, we paid to get in (not a bad price to be fair). It was already getting way past lunch so we ordered food, all downhill from there. The lady taking the order wasn't very good at listening and had to be told the order several times and still put it through wrong. She gave me all the drinks I asked for but didn't charge me.... Great business model! When the food finally came out, 2 kids meals were missing and the one that did come out was wrong. The server said that she was just a server and has nothing to do with the kitchen, might as well be talking to a door. I asked to speak to the manager. The first one came out and I explained the issue and she went off to fix it. Then a second manager approached to charge me for the meals they'd failed to do earlier. My lunch was eaten by 3 hungry kids who had to wait a further 15 minutes for the food I'd ordered almost an 45 minutes ago. No apologies, no offer of compensation just demands for money to correct their own mistake. Fortunately for them, I've already a bad day and so had to hold back. I paid the additional begrudgingly because otherwise I'd have flipped my lid. The food I did get to eat was tasteless and low quality. You want a soft play to let the kids blow off some steam, not a bad price but stay away from the food. IKEA will give you better quality food and service. Don't chance it with the soft play Cafe.

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3.5
74 reviews
Excellent
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Very good
16
Average
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Poor
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Terrible
8

Winnieraz
30 contributions
Not covid secure!
May 2021 • Friends
Not covid secure despite just opening! Took my toddler for the morning session. Despite saying they’re limiting numbers, they don’t then specify ages, so 30 or so children and adults were trying to cram into the tiny toddler section. You had babies around 6 months old in with 4yr olds running round and kicking the equipment over without a care for the younger children. Masks have to be worn...unless you’re eating, drinking, on the play equipment or sitting at your table. So therefore masks aren’t really worn! No free play equipment is put into isolation once children have played with it and it says you can wash it down yourself but there was only blue roll, no sanitiser! Even if there was sanitiser, would the sanitiser be safe for children to then put the toys in their mouths? Tables weren’t reduced in numbers either and so people couldn’t socially distance. I won’t be going back!
Written 21 May 2021
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.

Wickedwilli
King's Lynn, UK8 contributions
Horrendous customer service and poor food quality.
Mar 2020 • Family
First time I've visited Escape play and definitely the last. We were in the neighbourhood to visit IKEA and to be fair, we'd have had a better day if we'd stayed in there!

On arrival we needed to give enough information to fill out a mortgage application. Once we'd done that, we paid to get in (not a bad price to be fair). It was already getting way past lunch so we ordered food, all downhill from there.

The lady taking the order wasn't very good at listening and had to be told the order several times and still put it through wrong. She gave me all the drinks I asked for but didn't charge me.... Great business model!

When the food finally came out, 2 kids meals were missing and the one that did come out was wrong. The server said that she was just a server and has nothing to do with the kitchen, might as well be talking to a door. I asked to speak to the manager. The first one came out and I explained the issue and she went off to fix it. Then a second manager approached to charge me for the meals they'd failed to do earlier.

My lunch was eaten by 3 hungry kids who had to wait a further 15 minutes for the food I'd ordered almost an 45 minutes ago. No apologies, no offer of compensation just demands for money to correct their own mistake.

Fortunately for them, I've already a bad day and so had to hold back. I paid the additional begrudgingly because otherwise I'd have flipped my lid. The food I did get to eat was tasteless and low quality.

You want a soft play to let the kids blow off some steam, not a bad price but stay away from the food. IKEA will give you better quality food and service. Don't chance it with the soft play Cafe.
Written 8 March 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.
It is disappointing to read your review about your visit to Escape. I was the first manager that you spoke to on your visit, and felt that the issue was resolved straight away and you were happy with the outcome. The information we need off of you on reception is full names of everyone coming in and dates of birth for children which are for fire safety regulations and for entry prices as they depend on age. I apologised to you about the staff member on servery as she did make a mistake and I have spoken to the staff member involved. However, your food did come out earlier than the waiting time which was at 30 minutes. I sorted out the kids meals for you which were out in 10-15 minutes. All of our food is cooked to order and oven baked so you do have to allow cooking time. We did offer you a jug of juice that you declined, which is fine. If you felt the food wasn’t up to standard, or you weren’t happy with how the situation was dealt with then you could have asked to speak to me again and the issue could have been resolved. I can only apologise again. Hopefully we will see you and your family again at some point in the future. Kind regards The Escape Team
Written 10 March 2020
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

Ella Mac
1 contribution
Party at Escape
Jan 2020
Freya 12th January 2020
This is the second time we have had our daughters party at Escape. I can honestly say we loved every minute of it. Staff are friendly and always there to see. Very easy to arrange a party and reasonably priced. Party room looked lovely and my daughter and her friends loved it! Food was hot and there was plenty of it with good variety.
The only thing I think the staff should do for a party is have a better booking in system. A lot of siblings and friends of the invited party child came along and I ended up with 25 names on my party list which I then had to go through! It should be made clear that the invited child should be signed in only.
Apart from this I haven't got a negative thing to say.
Will definitely consider future parties at Escape!
Written 19 January 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.
Hi Thank you for your lovely review following your party at Escape. It's great to see that you have returned for a second time and that Freya and her friends had such a fab time. Kind regards The Escape Team
Written 24 January 2020
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

Hoonaloon
Heanor, UK307 contributions
Enjoyable for the kids but an expensive trip overall.
Oct 2019
Have visited here but not for a while as overall its not been our first soft-play choice.

Handy as the upper age limit is 14, most others only go up to age 10 I believe.

The usual large play frame with go carts underneath (£1 a go) plus a separate area for under 4s.

Visited this time with multiple age kids for a joint birthday trip.

Bit of a faff on entry as all names and dates of birth are needed but staff seem on the ball.

Kids had food, which was ok overall but some dishes not very good value. Adults just had hot drinks. I think next time we`d eat elsewhere on the site (Ikea, Pizza Express, Frankie and Bennys etc) first.

Lots of energy used up all round and the kids had a great time which is the main thing.

A costly visit for us though as the whole visit cost around £70 for everything for 5 kids which I think is too much.
Written 12 December 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.
Hi There! Thank you for your feedback, and it's nice to hear you all had a nice time with us on your visit. We do offer a wide range of food and drinks at varying prices to suit all budgets. I'm sorry it didn't meet with your expectations on the day. We look forward to seeing you again soon.
Written 13 December 2019
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

carlyx10
Leek, UK67 contributions
Definitely not Autism Friendly !
Nov 2019 • Family
I’m not from nottingham area, usually visit there for IKEA so went to visit escape last year and never again come back but friends of mine ask us to come for chatting while kids play so I thought why not check it out to see if it’s any improve.

I brought 3 kids with me, 2 older who not want to play but still I have to pay for them in £6 it’s really expensive when there not much things to do and it’s small than what you expected! It’s should be around £3.25

The foods is ok not that brilliant.

The manager have a go at me after with my 4 years old boy’s behaviour, she shouted at me front of everyone it’s so embarrassed and I told her that my little boy is a autism she says I not care you should keep an eyes on him all the time and stop him steal the sweets off counter! Wow how’s rude and how is it’s our fault when you should knew better not put sweets chocolate crisps etc front of counter that kids easily steal it and it’s not our problem !

Definitely this place is not suitable for special additional as they have no awareness it’s a shameful
Written 5 November 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.
Hi I am sorry to hear that you did not enjoy your visit to Escape. You do not state when you visited but I do not believe it was for one of our Inclusive Play Sessions. We have a great following for these sessions and they are very popular within the community with other families travelling miles to visit on these occasions. We do ensure that at these times the counter is rearranged as we are fully aware of what goes into hosting these specific sessions. At all other times, of course children will be children and I can assure you that we would only be bringing this to your attention politely and certainly not trying to embarrass or be rude to you. We certainly do care.
Written 20 November 2019
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

almax69
Stapleford, UK25 contributions
Great for a wet day
Oct 2019
We have visited here twice this month and had trouble getting our 2 year old out. We were the last to leave last week.
Lots to do, clean, spacious, electric cars or motorcycle (£1) our son loved them, I quite enjoyed the ride myself. He spent ages in the section with ball suction machine and ball guns, I was happy to sit there and let him shoot me.
After schools came out it did get busier and some of the bigger kids were a bit boisterous but not out of order.
The food and drinks were ok, staff were helpful and friendly, a great afternoon whilst all this rain has been falling and all for £4.30
Written 14 October 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.

Sabrina S
Arnold, UK4 contributions
1st birthday party - rushed and disappointing!!
Sep 2019 • Family
I held my daughters first birthday party at escape play on 15th sept 2019 - we booked the vip self catering party. When we originally booked the party we were dealing with Amy who was so helpful and accommodating, a few weeks before the party Amy had left the business and we were left with Sarah who is the manager. Sarah kept refusing to give us any leeway not even letting us a bit early (30mins) or letting us leave a bit later even tho we offered to pay extra. The party area was sectioned off so we could have easily come in and put some bags of balloons or kids sandwiches or party bags to one corner but we were repeatedly refused - even tho there was a side door we could have used and it was agreed with Amy!! My daughter needed a nappy change so they allowed me to come in a few mins earlier than 6pm to change her nappy but as soon as i had changed it i was told ‘if you make ur way to the front we can let u out’. We had the cake, dessert table, balloon backdrop and kids food table to set up. We were expected to set up, do the party and clear up in 2hours!!! Im really really unhappy and will never be using this play centre again for a party - we booked it based on our dealing with Amy and when we were passed to Sarah all she kept saying was ‘as per ur contract’ - surely they could have given us a tiny bit of leeway but not at all. I would have given it 0 rating if i could!!!!!! Zero customer service skills!!!!
Written 17 September 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.
It is disappointing to read your review following your party at Escape on Sunday night. I do feel that I need to clarify certain points as the review is misleading and does not take into account the numerous discussions we have had with you before your arrival. Prior to even booking the party you enquired if it were possible to extend the hours that we offer for this option. This party which is for private use of the facility is only available when we are closed to the general public and to run this party later was not possible. For these reasons, an extension was declined. You made further enquiries a couple of weeks later and once again were told that a longer party was not possible. Our self catering party is exactly what it says, we provide the venue for 2 hours and you do everything else, food, drinks etc. This includes setting up any additional items, props that you may bring and the clean down of the room. We allow entry 15 mins before the party starts and give 15 mins following the party to finish tidying up. It is for you to decide what is possible and not possible within the duration. You were completely aware that these were the timings and conditions when you decided to go ahead. There is another party option available where we do everything and take the hassle out of it for you but this was not chosen. Amy and myself both reiterated in the several phone calls we had leading up to your party that early entry would not be possible as you constantly asked for this offering to pay whatever it took. Let me be clear, this is not about money. We are open to the general public till 6pm. We have jobs to do, cashing up, cleaning, rearranging the facility to adapt to your party requirements prior to you entering. We operate safely and consistently for the benefit of our customers. We are a children’s play centre, we can not just leave a random side door open for you to come and go as you please. We are not talking about a few party bags as you suggest, you were bringing large pieces of furniture, frame work for back drops, balloon arches and an array of catering equipment. Despite our very clear terms and conditions and conversations you still turned up at 5.15pm demanding entry, once again for the reasons previously discussed this was declined. I do not appreciate having my staff barraged with requests when this has been dealt with. Entry was allowed exactly at 6pm as soon as all our visitors had vacated ready for your party to start at 6.15pm till 8.15pm. The party was a huge success. Everyone had a great time and both yourself and your husband agreed that the room looked good and was set up as per your very specific instructions. I chatted with both of you during the evening to check this. Unfortunately nearing the end of the party it was clear that you had no intention of tidying and clearing away any food debris or rubbish. It also became apparent you had not arranged for the catering van to come back and collect all the equipment within the specified time. Whilst you were unhappy with the outcome, in addition so were we, that we then had to spend a further 45 mins cleaning up your mess before we could go home. We did go out of our way to make your party a success. I don’t believe you can call us for a lack of customer service when you blatantly disregarded everything we discussed.
Written 19 September 2019
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

Ant
1 contribution
Great venue for a birthday party
Aug 2019 • Family
We had our sons 6th birthday party here. Really good value for money, kids had a great time and the staff were friendly and very helpful.

Would recommend to anyone for an easy birthday party!
Written 7 September 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.
Hi Thank you for your very kind review following your birthday party with us at Escape. Unfortunately you don't say when this was so please let us know so we can say a big thank you to those involved with your sons party. We look forward to seeing you again soon. Kind regards The Escape Team
Written 9 September 2019
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

Emma S
1 contribution
Good play facilities but unfriendly staff, dirty baby change
Jun 2019 • Family
Visited with my nine month old, he absolutely adored the baby area which was clean and had a good selection of toys to play with, but was quite shocked by the rudeness of the staff. When I entered, I was left standing for a good couple of minutes with my son crying in his buggy while two members of staff finished off whatever they were doing on the reception desk - fair enough, but neither of them even acknowledged that I was there or that they would be with me in a minute. The staff serving food were unfriendly and I actually couldn’t use the baby change room, it smelled and there were faeces smeared on the nappy bin. The high chair we used was also dirty, I had to clean it with baby wipes before using. I probably won’t be back, which is a shame because my son really liked the baby area and that part of the facility was really very good.
Written 17 June 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.
Hi Thank you for your review and your comments. We certainly do not wish to hear of these scenarios and work very hard to ensure that the facility is clean and friendly for all our customers. I'm sorry to hear that this was not the case on your visit. The baby change room and nappy bins are checked, cleaned and emptied on a regular hourly basis and all highchairs that are put away by staff are cleaned down with anti bac ready for the next customer. If the facilities are not found to be satisfactory upon use, pleas ask a staff member to assist. There is always a Supervisor and Manager on duty in order to voice your concerns if you are unhappy with any aspect of your visit and we will aim to rectify this immediately at the time. It is pleasing to hear that you and your baby enjoyed our soft play and we do hope that you choose to return.
Written 19 June 2019
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

gbopppppp
Derby, UK1 contribution
Darcys Party 13th June
Jun 2019 • Friends
The party host was lovely very helpful and could not do enough for us.. The play area great as very large to normal soft play. Thank you.
Written 14 June 2019
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC.
Hi Thank you for your review following your party with us at Escape. It's great to hear that Darcy and her friends had such a fab time with us. I will pass on your comments to all involved in your party and we look forward to seeing you again very soon. Kind regards The Escape Team
Written 18 June 2019
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.

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